FAQ - Additional questions you may have
What area do you service?
We service these areas and the ones that surround them: Charlotte, Davidson, Kannapolis, Huntersville, Concord, Matthews, Indian Trail, Monroe, Waxhaw, Pineville, Belmont and Gastonia.
Are you insured and bonded?
Yes! Your safety and protection are our main concern. We carry full general liability, workers compensation, and are bonded.
Are your employees or sub-contractors?
All our cleaners are employees.
Do you conduct background checks?
Yes, we do background checks on all our employees for your security.
Are my things safe with your employees?
Of course! We do through background checks and employment verification on all our employees.
Should I prepare for my cleaning day?
We ask that you provide a reasonably clutter-free home by picking up personal items such as toys, clothes, etc.
Will the person who cleans my house speak English?
Our employees mainly speak Spanish but, do not hesitate to contact us if a problem or questions arise.
How many employees will clean my home?
Our crews range from one to two cleaners.
Will I have the same cleaner for each cleaning?
We believe that all our cleaners do a terrific job but, if you prefer the same crew you can request it.
What time will the cleaner arrive?
Monday through Friday between 9:00 a.m. and 4:00 p.m. First cleanings of the day take place at 9:00 a.m. Cleaners should arrive in that time frame. Second cleanings of the day start at 1:00 p.m. Third cleanings start at 4:00 p.m. We do our best to inform you if a cleaner will be running late due to a cleaning prior to yours, which is taking too long. Commercial work, large clients, other exceptions may apply.
Do I need to be home?
No, most of our clients are not home when we clean. They hide a key in a secure location or provide us a code for entry. If you work from home or prefer to be home when we clean, we do our best to clean around you.
Who provides the chemicals and equipment?
We provide all our own supplies and equipment to clean your home. If you have a specific request, please let us know.
What about my pets?
We love friendly pets. If your pet is nervous around strangers, please have them in a secure location for our employee’s safety and their comfort. Please notify us if you have pets so we can document it for our cleaners. If you rather have your pet at home, please let us know prior to your cleaning. We don’t want to scare your pets or our cleaners.
When do I pay for the service?
Payment can be made with cash, check, credit/debit, Venmo, or Cash App. Cash and Check you may leave in the home for the cleaners to pick up. Credit/debit we will invoice you via email. Venmo or Cash App we will request payment.
Should I tip my cleaner?
Tipping is never expected but always appreciated for exceptional service.
What if I’m not satisfied?
Our work is 100% satisfaction guaranteed. If we fall short in meeting your expectations, please notify us within 24 hours of your cleaning and we will gladly return to re-clean any unsatisfactory areas. Please keep in mind it is common for dust to resettle during initial cleans and deep cleans. If we are unable to satisfy you after our re-clean, we will end our services going forward.
Do you pay for referrals?
Yes! When you send us your first referral and they get a cleaning from us. You get a 15% discount on your next cleaning.
What if I must skip or cancel my service?
We reserve your cleaning just for you and request a 2-business day notice, if you need to skip, reschedule, or cancel. This allows us time to reassign your cleaner to another client to ensure she receives the pay she depends upon. If we receive less than a 2-business day notice or we can’t access your home, it may be necessary for us to charge you a minimum cancellation fee of $50. Cleanings that are rescheduled at the clients’ request are considered a skip and subject to the additional fee.
What if you are unable to enter my home or I turn away service?
If we are not able to enter your home on the day of service or you turn away service at the door, you will be charged the full price of the cleaning. Payment is due online within 24-hours.
Do you work Saturday or Sunday?
We work Saturday upon request and based on availability of our employees. Sunday is the only day we do not work.
What if my cleaning falls on a holiday?
If your scheduled a cleaning that falls on a holiday observed by DJO Home Cleaning, we will contact you at least 2 weeks in advance to let you know and do our best to reschedule your appointment on a date that will work for you.
What about inclement weather?
DJO Home Cleaning must always consider the safety of our employees during inclement weather. There may be times we need to delay or cancel your scheduled cleaning. Should this happen we will notify you as soon as possible and attempt to reschedule your cleaning.
What if damage or breakage occurs while cleaning my home?
DJO Home Cleaners will treat your home as if it were their own and exercise extreme care when cleaning it. We realize accidents can occur and if we are responsible for any damage, we will contact you the day of the cleaning. We will make every attempt to repair, replace or pay for any damage or breakage caused. We assume no liability for damage including scratches to walls, floors or furniture, broken glass or heavy items not properly anchored to the wall prior to the start of each cleaning visit. We asked that you notify us of any expensive valuables that should not be cleaned, and they will be placed on our "do not clean" list in your file.
Should I adjust the temperature of my home for summer cleanings?
During the summer, warmer temperatures makes all homes hotter. For the safety of our employees, we request that you set the temperature in your home to 72 degrees or cooler the day of your cleaning. If you would like our employees to adjust the temperature or turn it off before leaving, please let us know beforehand.
What if I lose power or water?
We require both power and running water to effectively clean your home.
What is your non-solicitation policy?
DJO Home Cleaning has invested time and money in the hiring, training and development of our employees. By using our services, you agree not to solicit for hire any staff member introduced by us. If you hire and knowingly engage in a direct working relationship with any employee of DJO Home Cleaning, a $2,500 referral fee will be due immediately upon employment, regardless of employment terms.
Why are some services more expensive than others?
DJO Home Cleaning is a professional cleaning company with employees who are well trained, background checked, trustworthy professionals and paid accordingly. We pay for bonding, general liability and worker’s compensation. We pay all employees’ applicable federal and state taxes. For your own protection, ensure the “professional” cleaning company you are considering carries insurance on ALL their employees.